About this role
Job Role: We are looking for a Technical Customer Support Specialist who can assist clients with product issues and help to maintain a high customer retention level. This role requires you to support customers through e-mail, chat, and Voice support (Google Meet call) and co-ordinate with internal teams to resolve issues. You will play a pivotal role in maintaining strong relationships with our customers, addressing their concerns, and resolving any issues that may arise. Project Role: Technical Customer Support Specialist Work Experience: 1-3 years Work location: Remote Must Have Skills: Attention to detail, Customer Service & retention, Problem solving. Roles and Responsibilities Resolving customer inquiries through chat, email and voice support (Google Meet calls). Maintain the overall service level agreements within the organization and with the customers. Collaborate with cross-functional teams (product, tech, QA) to troubleshoot complex issues and ensure customer satisfaction. Contacting customers to give them accurate feedback on the progress of their inquiries. Maintaining confidentiality of the information. Improve customer retention and acquisition rate. Stay updated with new product features and enhancements. Document common issues and solutions to build a robust knowledge base and improve overall support efficiency. Identify recurring problems and suggest process or product improvements. Profile Proficient in customer service software, CRM systems, and other relevant tools. Experience in working for IT product company. Strong understanding of SaaS-based products, mobile app development and web development. Outstanding communication skills, both written and verbal. Desired Candidate Profile Good communication skills Good, positive attitude Good debugging and problem-solving skills Good IQ Lots of common sense
